Tags: Call & Contact Centre, call-centre, blog

So after months of training and responding to customer queries, it's safe to say you've settled into your role as a customer services representative. Although you've finally reached a point where you feel comfortable with the processes and responsibilities of your job, chances are you've also grown bored, and are now wondering how to take the next step in your career.

One of the best things about working in customer services is that you have the opportunity to learn and develop transferrable skills which in turn provide you with multiple opportunities to progress within the industry and beyond!

In this blog, we share our top tips to help you get promoted!

Top tips to get promoted as a Customer Services Representative

A promotion takes determination, patience and hard work, so here are a few expert tips to help get you started.

1. Be a team player

Call centre managers take notice of customer services representative who help others out through their own volition. An employee, who mixes well with others and is prepared to help other customer services representatives out when they have problems, is the one who will go far. If you are good at explaining processes and helping your colleagues, there are usually opportunities to take on roles where you help the new employees settle in. This is often seen as a good introduction towards becoming either a team coach, a team leader or a trainer.

While it’s good to be mindful of your own performance, it’s equally as important to think about how your work can benefit the company, not just yourself. Demonstrating your maturity and leadership in helping your teammates develop and achieve their goals, is sure to get you noticed by your manager. 

2. Find creative solutions to problems

Critical thinking and the ability to creatively solve problems will set you apart from those who are merely content to complacently follow instructions without taking initiative. Although many ideas which seem good on paper don’t necessarily prove practical upon application, managers admire and respect customer services representatives who demonstrate initiative and show that they are thinking about ways to improve their working environments and processes.

3. Continuously learn new skills 

Being a customer services representative involves more than just taking and making calls, and there are many ways in which you can challenge yourself to learn new skills that will not only increase your chance of a promotion, but also enable you to feel fulfilled in your role. For example, technology has significantly influenced the way call centres facilitate communication and customer service, so you could challenge yourself to improve your skills in social media management and responding to customer queries in real time.

4. Expand your industry or product knowledge

If your call centre represents a particular industry or product(s), then increasing your knowledge of the industry or product(s) may open up many different opportunities for you to progress on a professional level.

In order to provide high quality support as a customer services representative, you should aim to continuously learn and memorise a good amount of information about your company. Furthermore, as a brand ambassador, it’s important that you agree with what your company is promoting/standing for.

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